12:30 PM - 12:45 PMIce Breaker Activity

Plenary Sessions

Operational leaders are easy to get committed to PX. Oftentimes, the real challenge is getting this commitment to permeate organizational culture, especially in large, matrix work environments that bridge many systems and services lines. In this opening address, Pam Prissel speaks to her experience leading the patient experience at the Mayo Clinic, including:

2:15 PM - 2:45 PM

BrainWeave

2:15 PM - 2:45 PM

Break

Break

2:45 PM - 3:15 PMNetworking Break

Plenary Sessions

Plenary Sessions

Hourly rounding is key to ensuring patients are cared for, informed and equipped with what they need at every step on the patient journey. This case study examines a tried and true model for rounding that works every time:

Neil Gomes and his team represent the bleeding edge of technology innovation in healthcare. His role leading a consumer-oriented, value-driven digital movement at Jefferson Health has resulted in real business results far and beyond HCAHPS scores. In this keynote address, Neil highlights latest projects and shares bold predictions for healthcare technology. Topics will include:

How to see beyond “hype” to identify those innovations that will produce real business value

What artificial intelligence and machine learning could mean for healthcare

How technology is ushering in the next generation of healthcare education and training

Neil Gomes

Chief Digital Officer and Senior Vice President for Technology Innovation and Consumer ExperienceThomas Jefferson University and Jefferson Health

Planned Parenthood has seized the opportunity to launch an innovative approach to experience improvement that leverages design thinking and virtual reality technology alongside best practices cultivated from consumer experience leaders across a variety of industries. Dawn Williams, the Head of Experience Strategy at Planned Parenthood, shares their journey of evolving a mission-centered organizational culture to improve the delivery of patient-centered care.